SUPERVISORY DEVELOPMENT PROGRAMME - … · Supervisory Development Programme Copyright © 2018...

SUPERVISORY DEVELOPMENT PROGRAMME A Specialised Kwelanga Training Programme

Supervisory Development Programme Copyright © 2018 KWELANGA TRAINING (PTY) LTD V2-20/03/18

LEVEL 2 B-BBEE Verification Status ǀ 125% Procurement Recognition ǀ FULLY ACCREDITED with the Services Seta ǀ Accreditation No. 2211

INTRODUCTION

To become a competent and confident leader of the future, supervisors are invited to embark on an exciting

journey of learning. The programme has been designed to incorporate essential high level inter- and intra-

personal skills to enable supervisors to adapt, motivate, lead and manage their subordinates with confidence

through changing times.

Different modules will enlighten the Supervisor in four key areas:

1. Self-Management

2. Stakeholder Management

3. People Skills

4. Customer Centricity

The primary objective of the programme is to ensure that the knowledge acquired is applied successfully,

adding real value in the service profit/value chain by:

Increased employee satisfaction

Increased staff retention

Increased productivity

Value is added to the programme by the individual and syndicate portfolio work completed between modules,

culminating in a final presentation and certification. The portfolio work embeds knowledge and skills in the

learner.

REFERENCES

“Practicality / solution to the areas of development raised.” ~ Trinity Ngoma (Vodacom) “Every single thing about it!” ~ Lindani Ntshangase (Vodacom) “Applies to what I am having difficulty with.” ~ Janine Wilson (Vodacom) “Direct nature/comments of the facilitator iro the subject matter.” ~ Fiona Winning (Vodacom)

Supervisory Development Programme Copyright © 2018 KWELANGA TRAINING (PTY) LTD LEVEL 2 B-BBEE Verification Status ǀ 125% Procurement Recognition ǀ FULLY ACCREDITED with the Services Seta ǀ Accreditation No. 2211

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WHAT THIS COURSE CAN DO FOR YOU…

Examine time management skills and select and implement solutions which will assist them in meeting

work, team and personal deadlines.

Explore the basics of Emotional Intelligence and apply the guidelines and theories in everyday

situations that arise when working with people.

Discover your ‘basket of benefits’, master them and realise what you are capable of offering the

organisation.

Explore communication and understand the appropriate ways in which to communicate, to become

comfortable in communicating both up and down in the organisation.

Master business communication and manage relationships both up and down.

Present oneself effectively with confidence to both large and small audiences.

Realise how to influence and motivate staff to achieve exceptional performance.

Learn how to maintain a balance between achieving results and developing your people.

Increase awareness of your current leadership style and abilities.

Improve coaching and mentoring skills, producing a positive developmental culture within the

organisation.

Monitor ongoing performance so as to incorporate effective developmental plans for employees.

Understand and apply the Performance Management Cycle to maximise human resource potential in

the organisation.

Develop a more professional and effective manner in which to handle both internal and external

customers.

Enhance email etiquette and learn how to draft emails that are clear and concise and won't be

misinterpreted by co-workers.

TARGET AUDIENCE

This workshop is aimed at all those who have supervisory/team leader responsibilities, those earmarked to

take on supervisory/ team leader roles or those who have recently been promoted to a supervisory/team

leader management position.


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COURSE CONTENT

Section 1: Self-Management (2 Days)

Module 1: Time and Productivity (1day)

Module 2: Emotional Intelligence (1 day)

Module 1: Time and Productivity (1 day)

Introduction

Delegates are given the skills to analyse their personal and team time issues. Delegates will examine their

time management and select and implement solutions which will assist them in meeting work, team and

personal deadlines.

Just being busy vs. Achieving Targets

Self-assessment

The Time Management Matrix – identifying urgent and important tasks

Planning Proactively

Setting objectives

Personal goal setting

Identifying resources and obstacles in order to achieve objectives

Contingency planning

Achieving targets

Using and Maintaining an Effective Diary System

Creating effective Task Lists

Rules of diary management

Using diary entries to create an action plan

Effective scheduling to achieve goals

Procrastination, Prioritising and Productivity

Procrastination

Overcoming procrastination

Prioritising

Productivity and Motivation

Essential Time Management Skills

Delegating to empower and maximise your time

Personal organisational skills

Managing Stress


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Individual and Syndicate Work

Individual

Pre-course Time Management Assessment

Post-Session 1: 30 day Goal setting (insert ROI)

Post Session 2: Stress diary

Case Study: Practical delegation of a new task to a subordinate

Post Session 2: Organisational Skills: Review work and personal habits and environment

Post Session 2: Module 2 Emotional Intelligence Preparation: People Watching Assignment: See Portfolio

Module 2

Syndicate

Discuss success and failures of proper delegation (coaching) of a recent task according to the methodology

taught

Module 2: Emotional Intelligence (1 day)

Introduction

In today’s business environment Emotional Intelligence and Communication Skills are the fundamentals for

success in every organisation. It is becoming critical to not only understand the scope of work but also to be

able to analyse and understand one’s self and the people in your team, in terms of motivation, behaviour and

performance potential.

Emotional Intelligence is the ability to identify, understand and control one’s thoughts and feelings,

communicate them clearly to others and interact with empathy towards other’s emotions. In this Module, we

explore the basics of Emotional Intelligence and give guidelines on applying the theories in everyday situations

that arise when working with people.

The Principles and Concepts of Emotional Intelligence

The four pillars of emotional intelligence

Self-Assessment

The six principles of emotional intelligence

Self-Awareness and Self-Management

Developing self-awareness

Accurate self-assessment and Locus of Control

Developing self confidence and self-esteem

Locus of Control related to Values

Emotional self-management reflection: Adaptability, assertiveness, transparency, empathy, initiative

Social Awareness: The impact of Emotional Intelligence on Life and Work Interactions

Awareness of others emotions: non-verbal cues

Organisational awareness: Good boss vs Bad boss


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Individual

Reading and understanding

Individual assignments EI

Pre-course: People Watching Practical Workplace Exercise

Post-EI Module course: The Emotional Blueprint

Pre-course Module 3: Individual Assessments(2) – Assertiveness and Conflict Management

Pre-course Module 4: Self-Assessment Presentation skills

Syndicate

After Session 1 of EI: People watching discussion of observations

Discussion: Groups to discuss individual Emotional Intelligence assessments completed below

Pre-course Module 4: Discussion and notes: Characteristics of a Good vs. poor Presenter (Portfolio Mod 4)

Section 2: Stakeholder Management (1½ Days)

Module 3: Mastering Business Communication (1 day)

Module 4: Presentation Skills (½ day)

Module 3: Mastering Business Communication (1 day)

Introduction

Personally we are each potentially a ‘basket of benefits’ and it is essential to be aware of what those benefits

are so as to master them and to know what we are capable of offering to the organisation

Communication is the cornerstone of all our interpersonal relationships and the foundation of all areas of

effectiveness in our lives. With the constant increase of pace, the complex choices we have to make and the

range of communication channels available, we have to access new and smarter ways of communicating. In

exploring these ways. The learner is given a comprehensive and deeper understanding of self and their need

for appropriate verbal, non-verbal and written communication. It is vital that the Supervisor is comfortable to

communicate appropriately both Up and Down in the organisation.

Through the understanding of personal branding, professional relationship building and the perfection of

effective business communication, this programme provides the essentials to master business communication

and manage relationships both Up and Down.


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Projecting a Positive Personal Image

Personal Branding to enhance image and self-projection

Reviewing values as behaviour modification

Mastering the skills required of the professional business person

Relating appropriately to superiors

Understanding effective Business Communication

Building rapport: How to Manage Up!

The communication process

Building Relationships

Listening authentically

Overcoming barriers to listening

Language Mastery

Focusing on positive language

Selecting the correct communication channel

Effective questioning skills with colleagues

Giving and receiving criticism

Advanced Language Mastery

Assertive expression to improve relationships

Self-assessment group discussion

Conflict management styles group discussion

Mastering Written Communication

Defining the purpose and objective of effective business communication

Up-to-date business writing

Mastering email etiquette and tone vs Social Media

Individual and Syndicate work

Individual

Post- Session 2:Assertiveness Skill application and OBEFO application in the Workplace

Post-Session 2: Conflict management record keeping

Post-Session 2: Reviewing emails and written communication

Pre-course Module 4: Presentation Skills self-evaluation

Syndicate

Take a break!


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Module 4: Presentation Skills (½ day)

Introduction

The ability to present oneself effectively with confidence is one of the most highly sought-after skills in the

workplace. This Module will give you the tools to present to both large and small audiences. You will learn

the skill of adapting to different audiences in varying presentation circumstances including formal

presentations, meetings, interviews, negotiations, debating sessions and team presentations. The focus is

on gaining skills through practical application of the theory and skills covered.

Confidence levels Pre course self-evaluation check-in

Characteristics of a good presenter round the group discussion

Impact areas in general communication: Review

Overcoming the ‘Fear Factor’

Strategies to Capture and Keep the Audience Interested

Analysing your audience

Adapting to diverse needs and expectations of the audience

Review: Verbal and Non-verbal Communication

The 10 Step Presentation Process

Planning: Determining purpose and defining objectives

Structuring the presentation to suit the audience’s needs

Brainstorming, mind mapping and creating an outline

Writing a convincing presentation using attention maintenance skills

The importance of timing and practice

Using visual aids for effective transfer of information

Handling question and answer sessions and coping with difficult audiences

Using Presentation Skills to interact with different audiences


Individual:

Pre-Module 4: Presentation Skills Pre-Assessment

Post Module 4: Prepare and present a presentation to colleague/customer to be evaluated as per

Evaluation report supplied in this Module below

Reading included

Syndicate:

Pre-Module 4: Cell phone recordings for verbal and vocal assessment

Post Module 4: Q&A Session Trouble shooting

Post Module 4: How to deal with difficult audiences

Module 5 Preparation:

Self-Assessment: Management and Leadership basics

Self-Assessment: Situational Leadership


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Section 3: People Skills (4 Days)

Module 5: People Management and Leadership (2 days)

Module 6: Coaching and Mentoring Skills (1 day)

Module 7: Performance Management (1 day)

Note: An official Portfolio of Evidence for Module 5 can be completed. Delegates will be prepared for this

assessment thoroughly. The successful completion of this Portfolio will result in being awarded a Competency

Certificate in Unit Standard 14667 which carries a value of 10 Credits towards a National Management

Certificate.

Module 5: People Management and Leadership (2 days)

Introduction

The aim of this Module is to strengthen current management and leadership skills with a powerful, more

distinguished dimension in order to influence and motivate your staff to achieve exceptional performance.

Leadership is built on solid management skills. This foundation provides the essentials necessary for

supporting and sustaining your management qualities and performances. Maintaining a balance between

achieving results and developing your people is the key to successful management. This Module increases

your awareness of your current leadership style and abilities. You will also appreciate the impact your

leadership style has on those who work with you.

Pre- Course Commencement

Portfolio of Evidence preparation

Management vs Leadership

Defining management and leadership

Review: Self-assessment on the management basics

Planning

Leading the team towards company objectives

Mission, Vision and Values

Strategic planning and objectives (Review: Time Management)

Targets and contingency planning in Strategic planning

Organising

Activities involved in effective organising

Benefits of concise communication of the organising process


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Controlling as an introduction to Performance Management

The importance of long term control

Ongoing Performance management

Solving performance deviation

Identifying areas of strength and weakness in your organisation’s control process

Maintaining control and assessing control effectiveness

Developing Leadership

Situational Leadership and Leadership Styles

Leadership and different Personality Types

Management styles

Additional Essential Management Skills

Problem solving and Decision Making

Building an environment of trust

Task coordination

Motivating your team

Review: Delegating to empower your staff

Developing Effective Teams

Distinguishing characteristics of effective teams

Synergy

SWOT analyses

Roles of team members

Individual and Syndicate work

Individual

Pre-Module 5: Management and Leadership Basics Self-Assessment

Pre-Module 5: Situational Leadership self-assessment

Note: An official Portfolio of Evidence for Module 5 can be completed. You will be prepared for this

assessment thoroughly. The successful completion of this Portfolio will result in your being awarded

a Competency Certificate in Unit Standard 14667 which carries a value of 10 Credits towards a National

Management Certificate.

Portfolio of Evidence Preparation for Competency Certification (US 14667 L4 Cr10)

Syndicate meetings for discussions

Agreed sections of POE to cover before next session at end of ½ day session


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Module 6: Coaching Skills (1 day)

Introduction

Organisational change management, employee motivation and development, and developing leadership and

emotional intelligence competencies are crucial success factors for individuals and organisations in an

aggressive 21 Century business environment. Coaching trends are not only challenging individuals to develop

and manage themselves but are becoming an integral part of productive performance and accelerated

learning. Coaching can help in career progression, strategic planning, skills development, employment equity

and in building relationships and leadership potential. Many people at every level of the organisation can

facilitate coaching processes and initiatives, producing a positive developmental culture within the

organisation.

Providing mentoring is vital for junior management to have a role model who can guide their leadership and

management development as well as imparting life skills.

This interactive and practical Module will equip you with the skills to manage and develop coaching and

mentoring skills for yourself and others in your organisation and will involve you from both the coach and

coachee’s perspective.

Preparing to Coach effectively

What is coaching?

What is Mentoring?

The case for internal coaching

Coaching skills and principles

The 6 principles of coaching

A Coach’s/Mentor’s profile

Ethical issues and contracting

Key Coaching and Mentoring Skills: (Review of skills already covered)

- Self-awareness

- Trust and rapport

- The skilled language of coaching

- Active listening

- Ability to summarise

Developing the Coaching Relationship

Review of Social Styles

Identifying values and drivers

The Johari Window

Working with the Life Balance Wheel

Future focus: linking to action plans

Accountability

Setting boundaries and managing dependency


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The Coaching Process

Phases of the coaching relationship

The coaching process

Applying the GROW Model towards an action plan and solving problems

Monitoring the ongoing process

Completing and concluding coaching programmes

Applying knowledge and skills in a practical coaching session


Individual

Workplace application: Applying the GROW Model to monthly one-on-one meetings.

Module 7: Pre-course assessment questionnaire

Syndicate

Working in triads of coach, coachee and observer, each syndicate member will have a chance to play each

role hence practicing as coach, the coaching skills of the GROW model, acting as coachee to understand and

analyse the how and why of the model and, as the observer, to constructively analyse and criticize colleagues

abilities and skills.

Module 7: Performance Management (1 day)

Performance Management translates to creating both competence and growth for employees. Effective

Performance Management incorporates a series of on-going assessments, processes and activities that

encourage growth and measure progress in attaining objectives.

This Module will guide Supervisors to monitor ongoing performance so as to incorporate effective

developmental plans for employees. Managing performance comes with greater responsibility for the work

output and progress of others. Understanding and applying the Performance Management Cycle is invaluable

in maximising human resource potential in the organisation.

Management at all levels should to be able to coach and counsel towards desired outcomes in order to prevent

formal disciplinary steps. This workshop will show you how to further apply the coaching skills already covered

in order to perform this role effectively.

Performance Management Overview

Pre-Course Assessment Review

Defining performance Management

My current Performance Management Impression

Activities involved throughout the year


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Portfolio Reading: The Law and Performance

Avoiding a wrongful dismissal

Legal guidelines and definitions

The manager’s responsibility and personal liability

Documented Feedback

Maintaining employee work files

The Phases of Performance Management

Phase 1: Performance Planning

- Setting performance standards

Phase 2: Performance Execution

- Employee responsibilities

- Manager’s responsibilities

Phase 3: Performance Assessment

- Manager’s Performance Assessment responsibilities

- The Employee’s responsibilities

Phase 4: Performance Review Process

- Manager responsibilities and guidelines

- Performance review process

- Following steps in the discussion

- The review form

- Avoiding pitfalls

Rating Performance

Applying tools to ensure fairness and consistency

Rating performance skills

Career Development

Horizontal and vertical career development

Feedback

Developing and practising performance feedback

Analysing the gaps

Corrective coaching to close the performance gap

Ability vs. Motivation

Portfolio Reading: Progressive Discipline and Counselling

Progressive discipline steps

Dismissal for misconduct or poor performance

Consultation and documentation

Counselling and coaching towards improvement


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Individual

Pre-course reading: The law and performance

- Progressive Discipline and Counselling

Start Employee Work files (Evidence)

Additional Reading

Knowledge Questionnaire and self-marking.

Syndicate

Performance Management role play in groups of three

Write a brief report of a current Performance issue that you have addressed

Section 4: Customer Centricity (1 Day)

Module 8: 21 Century Service (½ day)

Module 9: E-mail Etiquette (½ day)

Module 8: 21 Century Service (½ day)

Introduction

The Customer Centricity module focuses on a more professional and effective manner in which we handle

both internal and external customers. Delegates will understand the impact on them and their organisation of

providing the best possible service and learning to communicate with customers in a professional and effective

manner.

Customer Satisfaction

21C Service

The concept of the ‘Moment of Truth’

Retaining clients

Treating my internal customers as gold

Wow! Service – Going the Extra Mile

Adding value

Dealing with Customer Complaints

Principles for handling the irate customer

Using the complaint to improve service

Understanding and Communicating with your Customer

Explain the benefits of shifting communication styles with different personality types: Review

Explore ways of dealing with different customer-types in all situations


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With your team, brainstorm your team’s ideas and then draw up a commitment statement of: “What we will do

to WOW our customer.”

Document an incident where you resolved a customer complaint successfully. Why was this successful?

What else could I have done? Prepare to present to the group.

Module 9: E-mail Etiquette (½ day)

Introduction

Email Etiquette will provide you with the skills and techniques necessary for managing emails, creating and

managing groups, writing professionally with effective email structures, creating signatures and templates and

more. Learn how to draft emails that are clear and concise and won't be misinterpreted by co-workers.

Introduction to Email Etiquette

Email is never secure

Email misuse and abuse may lose you your job!

Embarrassing moments

Impacts of email on revenues and reputations

Email is easily misinterpreted

Create Structure for Success

Forward-To-CC-BCC-Reply to All

Urgent! High Importance vs Low Importance

Subject line and salutations

The 5 C’s of Modern Business writing

Draft

Time delays

Rules of Thumb

Length of email

Sentence length

Paragraphing: Introduction – Body – Conclusion

Branding

Importance of Branding

Corporate Signatures

Polishing Your Cyber Manners

Watch your Cyber Language

Avoiding sexist language

Set the right tone


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Netiquette Guidelines

Reviewing netiquette Guidelines

Netiquette Guidelines for Managers

Managing Email Overload

Controlling your Inbox


Individual

Evaluate the communication in your organisation: Survey

Reading: Strategies to Improve your Customer Service

Evaluate e-mail etiquette and make a note of improvement areas

Syndicate

Brainstorm and create a list of how the organisation can offer better levels of customer service

Make a list of ways in which you can ‘Wow!’ your customers.

Polling your service to internal customers: complete the questionnaire and then discuss each-others’

outcomes and give positive criticism and solutions.

Share areas of e-mail improvement.

Knowledge questionnaire quiz.

Personal Accountability & Commitment Plan

TRAINING APPROACH

The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding

real value and making a visible difference to work performance in the business environment. The courses

have a strong focus on an outcomes based approach and are facilitated on a highly interactive basis

encouraging active delegate participation using:

Role-plays

Break-away sessions

Relevant business exercises

Presentations

Demonstrations

Questionnaires

Discussion activities and

Case studies

High emphasis is placed on learning through ‘doing’ where learners are presented with real life and workplace

case studies ensuring delegates develop knowledge and confidence to take their enhanced skills back into

the business environment and apply them successfully. The group leaders are trained to create a comfortable

atmosphere where delegates can evaluate themselves and their skills, generate ideas and solutions to

problems and plan suitable growth in the workplace.


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POST COURSE ASSISTANCE

“Contact the Coach” – Bridging Learning for Business Results

We offer a continued learning relationship providing FREE access to post

course support to embed the knowledge gained. Our advisors are subject

matter experts in each area of specialisation.

Delegates can “Contact the Coach” for support, information or assistance

with additional questions regarding the application of theory covered during

the course.

Personal Accountability & Commitment Plan

Kwelanga is determined to promote and encourage accountability and behaviour change once delegates

return to the work place. A Personal Accountability & Commitment Plan is therefore included in each course

presented.

Facilitators will guide delegates through the recording of action plan items and will encourage them to show

their Personal Post Course Accountability & Commitment Plan to their up-line on their return to work so

accountability is created. This tool will also be useful for monthly one-on-one development discussions.

KWELANGA BUSINESS & EXECUTIVE COACHING

Kwelanga Training now offers coaching on a one-to-one or team coaching basis. Issues covered are chosen

by the organisation or the individual to ensure maximum focus is given to achieve measurable outcomes.

Coaching provided by certified professional business and executive coaches is key in transforming

management and support staff’s excellent performance to peak performance.

For further details contact:

Rose Gray

Business and Executive Coach (WITS Business School)

Tel: +27 11 704 0720

Email: [email protected]

mailto:[email protected]

SUPERVISORY DEVELOPMENT PROGRAMME - … · Supervisory Development Programme Copyright © 2018...

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